NorthStar Alarm Services, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mr***,Thank you for your business, we apologize for the troubles you have had with your serviceFor your troubles, we would like to give you a free service ticket or system move and get you up and running againIn our system notes, it has been stated that you are moving to a new location
Normally we charge $for a move, but we will do that for free and get you a new panel upgradeAlso, because of your troubles we would like to offer you a lower monthly rate of $from your $Please give us an opportunity to make this a better situation for you. Sincerely,NorthStar Alarm

Mr***,ACCT #***NorthStar apologized for the miscommunicationOur representative was under the assumption that your contract with *** was coming to an endHe was not aware that you had renewed your agreement with *** for a longer period of timeShould you have not renewed the
rep would have been able to handle that remaining balanceIn this case, NorthStar will gladly cancel your account so you can return to back to ***Should you have any re-installation fees we will gladly cover that expense. We apologize for the miscommunication.Sincerely,NorthStar Alarm

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The promises made by Northstar have not been completely fullfilled At this time I have received confirmation on cancellation (that is in more months) and I have received the parts and tools to update the system However, upon receiving the parts the technical team was unable to help in the installation which we were assured they would be "standing by" ready to help After spending an hour on the phone with the technical team they indicated they would have their specialist call us the next day Its been two days since that promise was made and still no call It has also been almost weeks that I have been without a security system They indicated they would credit the month of February to our account; however, I have no way of verifying this at this time given that you cant access your account online.I have sent the attached email to the company to further reiterate our dissatisfaction The amount of time that we have put into resolving this issue with this company is negatively impacting our lives The next step at this point if our issue is not resolved by tomorrow afternoon is legal action against the company if they are not willing to terminate our contract early Someone at this company must be flooding the Revdex.com with good reviews to achieve their rating The true customers are those with negative reviews on similar customer service issues, illegally executed contracts, and technical issues Northstar needs to step up and correct this
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me provided they cancel the account, write off the past due and I am not under further obligation to them as stated in the last paragraph of the business’s response
Sincerely,
*** ***

Mrs***,Attached is your contract that was purchased by NorthStarThe section relating to the term and renewal is as you requested.Sincerely,NorthStar Alarm

Complaint: ***
I am rejecting this response because:Dear Aarhave received check We were told it was placed in the mail on 3/when in fact it wasn't mailed out until 3/ Anyhow, we have since received it We have not received a call from your technician to reschedule it's now Wednesday 4/
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Company attempted contact with customer to discuss resolution to matterNo response was madeOriginal complaint was filed due to fee charged for alarmThat fee has been refundedThe Company considers this matter resolved

Mr***,When NorthStar signs up a new customer, we immediately incur a number of expenses related to your account, for example we purchase the equipment installed, pay commissions, and have other costs associated with our businessTo be able to offer a low upfront cost solution for many
customers, we must have month agreements in place to ensure that we recoup our investmentThat being said, NorthStar would like to offer you a few solutions to your current situation:First we would be willing to install your alarm in your rental location so you can be continued to be protected.Second, we would be willing to pause your account for months allowing you to reactivate your system once you get settled in your new locationLastly, we would be willing to settle with a reduced buy out of $1500.Thank you for business, as we hope continue to have the opportunity to protect you and your possessions.Sincerely NorthStar Alarm

Ms***, We apologize for the confusion you experienced during our affiliate's conversation with youNorthStar is a competitor of ***, and we have a zero-tolerance policy for confusing or misleading sales presentationsWe will arrange to have the charges refunded. Warm
regards, NorthStar Alarm Services, LLC

Mrs***, We are sorry to hear about any confusion regarding how your account was set up originally with NorthStarAs a company we strive to make sure that all account details are clearly explained in the copy of the agreement that you received as well as each customer completes a telephonic
survey to verify that all information contained on the paperwork is correct before the system is ever installed in the homeI was able to review both of those in regards to your brothers account and am showing that the paperwork states that his cancellation period is the standard business days which is the same for all customersHe also completed the welcome call and when the question was asked if he understood his cancellation rights he answered that he was aware of thoseHe was also asked if he was promised anything that was not included on the paperwork to which he responded that he was notBased on his answers during that call the account was created with the standard business day cancellation periodThe account was created on the 29th of August which would place the cancellation period on the 1st of Sept as it starts the day after the agreement is signedWe are not showing that any one contacted NorthStar until the 5th of September which was business days after the account was set up which was then outside of the day cancellation periodIn regards to the billing on the account because the account was set up on the 29th and we typically process the first payment the day it was installed, on your account we are showing that payment was held until the 1st of September and that you were not charged for the additional days you had the system in AugustThat initial payment would go from the 1st of Sept and you are charged a month in advance meaning that would cover the account until the end of the month. Warmest regards, NorthStar Alarm LLC

Mr***, I am sorry to hear about the problems that you have been having in regards to your alarm system with NorthStar I was able to review your account in regards to the problems that you mentioned as well as review the information that we are showing for you account Based on
those findings your service with NorthStar Alarm has been cancelled effective 11/24/and our monitoring services are no
longer in effectAt this point your account has a $balance and you do not
owe any money to NorthStarThe equipment is yours to do with what you want.Please
let us know if you have any further questions or feedback about your experience
with NorthStar. At any time, call
###-###-#### or email our customer service department and we will be happy to
assist you any way we can. Best regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:***@northstaralarm.com | w:www.northstarhome.com |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I look forward to hearing back. As of now, June 9, 2017, I have not heard from North Star Alarm Services
Sincerely,
*** * *** ** ***

Complaint: ***
I am rejecting this response because:That is inexcusable. They dismantled the old system which is still in place, and even used the existing door contacts for their own system. All they needed to do was reconnect the wiring they disassembledThey apparently also removed the backup battery which was in the terminal box. Also the wires on the AC power input, which was still plugged in, were touching, and the adapter got so hot it burned out, and could have potentially caused a fire in the house.It is clear they have no intention of correcting their actions, so I want nothing more to do with them.It seems to me that if they have the authority to dismantle a working system, it should be no big deal to reconnect it.This just screams of incompetence and taking advantage of an year old senior adult at $55/month monitoring, just so they can fill their wallet.Beware of this company
Sincerely,
Bryan ***

***, We believe that this issue has been completely resolved, and apologize for the inconvenienceIf you are still experiencing the same problems, please contact our customer care department and we will address them immediately. Warm regards, NorthStar Alarm Services, LLC

Ms***, NorthStar would be happy to continue monitoring your home as soon as you bring your payments currentYou contract with the company notifies you that if you fail to make payments to us, your service will be discontinued until such time as your account is brought current
Please contact our billing and customer care department at to arrange for payment. Best regards, NorthStar Alarm Services, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jessica J***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***